Senior IT Systems Analyst – Contact Center Technology & Operations

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******W2 CONTRACT ONLY***W2 CONTRACT ONLY***W2 CONTRACT ONLY******

100% Closure & Long-term project, Immediate Interview Surely

Job Title: Senior IT Systems Analyst – Contact Center Technology & Operations

Location: ONSITE- Phoenix AZ

Contract : w2 Contract

Note :10 + years exp

JD:

Role: Senior IT Systems Analyst, Contact Center Technology & Operations

Descriptions:

"We are seeking a highly skilled and experienced Senior IT Systems Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program. The ideal candidate will work closely with the product owner and business stakeholders to create a charter, vision, backlog, epics, features, and more. This individual will coordinate and support new feature processes for Contact Center Operations and Technology Enablement. A firm knowledge of Genesys Cloud Platform and Dynamics 365 is essential to align platform capabilities with business needs.

Key Responsibilities:

• Collaborate with the product owner and business stakeholders to define the project charter, vision, and roadmap.

• Develop and maintain the product backlog, including epics, features, and user stories.

• Coordinate and support new feature processes for Contact Center Operations and Technology Enablement.

• Ensure alignment of platform capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements.

• Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency.

• Provide guidance and support to the development team to ensure successful delivery of project goals.

• Monitor and report on project progress, risks, and issues.

• Manage and resolve ServiceNow tickets for contact center operations, delivering Level 1 support for routine inquiries and issues reported by contact center agents and leadership within the Genesys Cloud telephony environment.

"

"• Minimum 7+ years’ experience in a Business Systems Analyst role

• Proven experience as a Senior IT Systems Analyst or similar role in Contact Center operations.

• Strong knowledge of Genesys Cloud Platform and Dynamics 365.

• Excellent communication and interpersonal skills to work effectively with business stakeholders and technical teams.

• Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.

• Expereince working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.

• Strong analytical and problem-solving skills.

• Ability to prioritize and manage multiple tasks in a fast-paced environment.

• Bachelor’s degree in computer science, Information Technology, or a related field is preferred.

Preferred Skills:

• Experience in Contact Center transformation related projects.

• Certification in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum).

• Experience in Banking Industry"

Skills: Digital : Microsoft Azure~Business Analysis~Digital : DevOps

Experience Required: 10 & Above

NOTE: Please share your updated resume to [email protected]